Specific SLA in ServiceDesk

[Felix Schmidt]

Hello everybody,

I'm using Jira v7.10.1 and try to use diffrent SLA. We have different customers with different SLA. We organize the Customer in specific organizations. The problem is the SLA don't work as I want them to.

What I've tried:

Setting the Issues (JQL) like this:

priority = Critical AND Organizations = Customer1

and this doesn't work. What am I doing wrong?

Cheers,

Felix

[Patricia Francezi · Accepted solution]

HI @Felix Schmidt 

Is that any other rules before this new JQL, like, a goal ser for a priority = Critical?

(if you do, the SLA will stop searching for any other goal as soon as it finds the first satisfying query. It does in line order)

Organization is alwas filled in your issues when created or its done manually?

Are you able to find issues in this project using

project = yourproject AND priority = Critical AND Organizations = Customer1? 

[Felix Schmidt]

Thanks @Patricia Francezi for your answer!

The statement order has no impact for me. It doesn't matter if i have the organization or priority first. I solved teh issue by setting the Goal for all remaining issues to 0. After that Jira used the specific goal for all issues in an organization and the priority.